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Research by economists Wei Feng and Jinzhe Yan indicates that the degree of linguistic abstraction in negative reviews influences how consumers perceive businesses: reviews with concrete details were more likely to result in stronger attributions of fault to companies than vague reviews were. They also found that varying levels of linguistic abstraction in reviews require different types of responses to mitigate their effects. Conciliatory responses were most effective at mitigating the impact of concrete reviews, whereas more defensive responses were more useful when reviews were relatively abstract.

Increasing linguistic abstraction in negative reviews correlates with the degree to which consumers hold companies accountable for negative experiences, but companies can mitigate this effect by responding to such reviews promptly.

Given its implications for companies' reputation among consumers, the level of linguistic abstraction in negative reviews is an important consideration when companies devise a response strategy.

Consumers are more likely to find companies blameworthy for negative consumer experiences if the companies are overly defensive and linguistically abstract in their responses to negative reviews than if their responses are accommodating and linguistically concrete.

Negative reviews that use concrete details are generally less damaging to companies than abstract reviews because concrete reviews make consumers focus on the reviewer’s specific experience rather than on the company’s overall responsibility.